SAP BusinessObjects Dashboards and Reports for SAP HANA Customer Engagement Intelligence RDS

January 15, 2014 Bettina Giese

For the SAP HANA Customer Engagement Intelligence rapid-deployment solution additional SAP BusinessObjects content is available to enrich the standard analyses delivered with the SAP Customer Value Intelligence solution that belongs to the SAP Customer Engagement Intelligence suite of applications. To get an overview of SAP Customer Value Intelligence and the standard analyses covered in it, please refer to this blog: Strategic Revenue and Margin Analysis in SAP HANA Customer Engagement Intelligence Rapid-Deployment Solution.

 

The following additional SAP BusinessObjects dashboards and reports can be downloaded from the SAP Service Marketplace, and there is a detailed configuration guide available explaining how to integrate them into SAP Customer Value Intelligence:

 

 

Customer 360

The Customer 360 dashboard provides a 360 degree view of a customer's key performance metrics with the capability to drill to more detail where metrics KPI values are available. It is a vital dashboard that enables sales managers or sales representatives to be guided on products that they recommend to sell, alerts for action and an understanding of performance and trends in preparation for customer engagement and communication. A user can answer questions like "Which products should I recommend to my customer and what level of revenue and margin should I aim for", "What is the projected revenue performance compared to last year", "What is my customer's revenue and pocket margin and what discounting have we been offering recently", "What are my most recent interactions with my customer", etc.

 

 

Here is a sample screenshot of the Customer 360 dashboard:

Customer360.jpg

 

 

Customer Segment Performance

The Customer Segment report displays performance of customer segments. This analysis enables the marketing or sales users to view the comparative revenue and margin performance between the customer segments of a company. There is also an analysis showing comparative pocket margin trend between customer segments, and the capability to compare the product line mix by customer segments. The user can drill to a contribution dashboard to see the customer contribution to margin performance. A user can answer questions like "What is the comparative revenue and margin performance between customer segments", "Which customer segments are the least/most profitable and produce the least/most revenue in the last period", etc.

 

Here is a sample screenshot of the Customer Segment Performance report:

Customer_Segment.jpg

 

Sales Organization Performance

The Sales Organization report displays performance of sales organizations. This analysis enables sales executives and other users to view the comparative revenue and margin performance between the sales organizations of a company. There is also an analysis showing the comparative pocket margin trend between sales organizations and the capability to compare the product line mix by sales organizations. The user can drill to a contribution dashboard to see the customer contribution to margin performance. A user can answer questions like "Which sales organizations have declining/increasing pocket margin over time", "What is the product line mix of my top or bottom performing sales organization?", etc.

 

Channel Performance

The Channel report displays performance of channels. This analysis enables the marketing or sales users to view the comparative revenue and margin performance between the channels of a company. There is also an analysis showing comparative pocket margin trend between channels and the capability to compare the product line mix by channels. The user can drill to a contribution dashboard to see the customer contribution to margin performance. A user can answer questions like "Which channels contribute the most to pocket margin performance", "What is the comparative revenue and margin performance between channels", etc.

 

Product Performance

This report displays the revenue and margin performance of product lines, product categories, and material groups. The report is interactive so that when choosing an element (product line, product category, material group), you see the details in all quadrants only for the chosen element, for example, you only see the products for the chosen product category. There is also an analysis showing comparative trends between the same dimensions. A user can answer questions like "Which product lines (categories, material groups) are the least or the most profitable and produce the least or the most revenue in the last period", "Which are the top 20 product pocket margin performers", etc.

 

Value Contribution

This report displays the customer contribution by pocket margin or revenue for a company, a customer segment, sales organization, channel, country, industry, or combination. This report enables the sales or marketing user to focus on the small number of customers that contributes the most overall pocket margin or revenue. A user can answer questions like "What proportion of customers delivers 80% of pocket margin or revenue", "Who are the top 20 pocket margin performers", etc.

 

Discount Analysis

This report shows the discounting performance of customer segments, sales organizations, and channels. The user can understand which customer segment, sales organization, or channel receives the highest discount percentage, the associated margin percentage, and revenue. A user can answer questions like "Which customer segment, sales organization, or channel gives the highest/lowest discount percentage", "Do high levels of discount percentage coincide with high revenue", etc.

 

Margin Decomposition

The Margin Decomposition dashboard uses gross revenue to chart how discounts, surcharges, or costs contribute to the pocket margin. These contributions can be measured at customer segment, sales organization, or channel level. The customer segment profit and loss tabular report enables the user to see customer segment performance benchmarked compared to all segment performance. The sales or marketing user can see the same benchmarked analysis for sales organization or channel. A user can answer questions like "Which cost percentage or discount percentage, if changed, would significantly impact pocket margin percentage", "Is the invoice discount percentage significantly different for my sales organization compared to all sales organization invoice discount percentage", etc.


Here is a sample screenshot of the Margin Decomposition dashboard:

Margin_Decomp.jpg

 

 

Customer Margin Decomposition

The Customer Margin Decomposition dashboard uses gross revenue to chart how discounts, surcharges, or costs contribute to the pocket margin. The customer profit and loss tabular analysis enables the sales manager or sales representative to see customer performance benchmarked compared to the customer parent - customer segment performance. A user can answer questions like "Which customer has had declining/increasing revenue, margin percentage or invoice discount percentage over time", "Is my customer invoice discount percentage significantly different from the invoice discount of the customer's parent customer segment", etc.

 

 

 

SAP Service Marketplace Content

Customers and partners can download the file containing the dashboards and reports on the SAP Service Marketplace: https://service.sap.com/swdc -> Installations and Upgrades -> Browse our Download Catalog -> SAP Rapid Deployment Solutions -> SAP HANA Customer Engagement Intelligence rapid-deployment solution. The SAP Service Marketplace requires access rights.

 

The detailed configuration guide that describes how to implement the dashboards and reports integrated into SAP Customer Engagement Intelligence is called SAP BusinessObjects Reports for Customer Engagement Intelligence (CEO). Customers and partners can find it as part of the implementation content of the “Standard Step-by-Step Guide”. This is available on the SAP Service Marketplace which requires access rights. Use this navigation: https://service.sap.com/rds-cei -> Solution Deployment -> Service – Step-by-Step Guide -> SAP HANA Customer Eng. Int. RDS Standard SBS Guide (downl.).

 

 

Further References

For more information on the technical requirements of the rapid-deployment solution, refer to this blog: Introduction to SAP HANA Customer Engagement Intelligence rapid-deployment solution: Technical Background

If you are interested in customer segmentation, SAP Audience Discovery and Targeting could be your solution. The Audience Discover and Targeting process is also covered in the rapid-deployment solution. Refer to this blog: Real-Time Customer Segmentation in SAP HANA Customer Engagement Intelligence Rapid-Deployment Solution

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